I ordered Fabulous Freesia for delivery on Mother's Day. Whilst I was very happy that an order was delivered on this day (as I had previously ordered flowers for delivery to the USA which never arrived) it did not contain any freesias and in no way resembled what I had ordered, other than being flowers.
I submitted a ticket expressing my concerns as the live chat was offline (as is often the case) and received a reply giving an apology and quoting a paragraph from their website about sometimes having to substitue one or more flowers (which I had read before). The next paragraph said "I hope this meets with your approval".
I replied to this email and to date have not received a reply. I wanted to know (1) At what point in the ordering process did it become apparent that it would be necessary to substitute ALL the flowers and (2) Could they not have made me aware of this and given me the option of either cancelling or amending the order.
I note from their website that suppliers sometimes have to purchase stock especially and orders are sometimes picked and packed the afternoon of the day prior to delivery and it is very difficult to cancel orders and in peak periods they have to have 2 working days notice (which is what I was thinking of doing in view of my past experience with iflorist but as I had received a letter of apology and £10 discount as my previous order had not been delivered I had rather foolishly decided to give them another chance). My order was placed on 8th March pm and in transit on 9th March at 9.47pm.
So how can it be that if suppliers have to purchase stock especially, that it was not possible for my Fabulous Freesia order to contain a single freesia. Could you not have contacted me to advise me of this fact and given me the option to amend or cancel my order. Also, I have seen the flowers my mum received and whilst they are nice flowers (I had ordered the medium size) they are certainly not worth the medium price.
I am not the sort of person who constantly complains about things and I am not looking for a full refund. I am however looking for a reply to my questions and ideally a partial refund. I had had a bad experience previously with you but was prepared to give you another chance, something that I doubt very much I will be doing again.
I await your reply to my questions and not just quotes from your website. I shall also be seeing what my brother-in-law, who is a civil litigation solicitor, thinks to the situation.
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